Florida Court Clerks & Comptrollers · 7 hours ago
Support Specialist - Help Desk
Tallahassee, FL, US
Full-time
Onsite
Mid Level
$17.61/hr - $17.61/hr
4+ years expFlorida Association of Court Clerks & Comptrollers is a statewide, non-profit member association located in Tallahassee, Florida. They are seeking a Support Specialist - Help Desk to handle end-user service requests, provide technical support, and ensure timely resolution of incidents regarding application software and infrastructure components.
EducationGovernmentNon Profit
No H1B
Responsibilities
Responsible for responding to service desk phones lines, faxes, voicemail, web-apps and email which will provide support to end-users in a timely and courteous manner
Understands and follows proper elevation procedure for classifying incidents, providing initial incident support, and prioritize incidents based on impact and urgency of certain call and customer types. Ensure all incident and service requests are tracked in the Service Desk incident management tool and that the incident management tool is maintained as directed by the Service Center Manager. Responsible for responding to standard Tier 1 incidents tickets upon initial customer contact. If the incident/customer request is beyond the scope of their ability or responsibility, they will correctly log incident/request into the Service Center incident management tool
Provide immediate notification to appropriate staff of escalated issues or complaints. Review the incident management tool on a daily basis and provide status reports concerning outstanding problem requests to designated staff, Help Desk Supervisor and/or Administrator
Relay written and verbal solutions to customers as directed by Help Desk Supervisor, Application Support Analyst or Administrator. Continuously develop operational and technical knowledge through coordination and discussions with the Service Center. Provide recommendations for corrections, upgrades and enhancements for applications and procedures to designated staff members
Communicate with coworkers, management, staff, Clerk’s offices, the general public, and others in a courteous and professional manner. Conform with and abide by all regulations, policies, work procedures, safety rules and regulations and instructions. Respond promptly and professionally when returning telephone calls and replying to correspondence, E-mail, and faxes. Use good grammar and professional writing skills. Provide high quality customer service to all internal and external customers. Learn basic business logic process for each application supported. Continue to maintain knowledge on the application software as upgrades, release and legislative changes occur
Qualification
Required
Associate's Degree Or the equivalent working experience
Individual should be motivated with a high level of communication, analytical, and instructional skills
Professional and nonprofessional experience as described above can be substituted on a year-for-year basis for the required education
Possess extensive working knowledge of customer service skills
Possess excellent customer service skills
Possess a strong work ethic and ability to interact well with others. Must be self-motivated and team oriented
Possess excellent organizational, prioritization and strong time management skills. Must be able to work with tight deadline and multitask
Requires excellent written and verbal communication skills
Employee must be dependable and reliable
The position requires the ability to work with a personal computer and peripheral equipment in a Windows environment. Have the ability to utilize Microsoft Suite, familiarity with computers, printers and standard office machines
Must be PCI compliant
Preferred
Four (4) years customer service experience preferred technical service desk support
Prior working experience with the court operations or working experience with state agency
Benefits
Health
Dental
Vision
Life
Disability
Paid leave time
A 401(k) plan
Paid holidays
Professional development
An employee discount program
Company
Florida Court Clerks & Comptrollers
Florida Court Clerks & Comptrollers is a non-profit member association that provides education, advocacy, and member support.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Chris Hart IV
Chief Executive Officer
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